Get CloudCherry to analyse your customer’s journey, solve problems and delight them
Puma enhanced their ‘Customer Experience’ with the help of CloudCherry.
Track evolving customer needs seamlessly and drive profitability
Deliver Banking Experiences that foster Customer Trust
Enabling Leading Banks Around The World To
Customer Journey Mapping
Adopt A Journey-Based Approach
CloudCherry is the first Voice of Customer solution to adopt a journey-based approach to customer experience in banking.
We help banks map customer journeys across multiple touchpoints – online banking, mobile banking, in-branch and more – and capture real-time data to precisely understand customer behavioral trends.
Map Macro And Micro Journeys
Map micro and macro journeys that your customers take to record every single customer interaction. Switch from macro to micro journeys to investigate how your bank can handle interactions more tactfully.
Get a clear understanding of how the customer perceives his/her experience with your bank across various stages of the journey.
Discover Pain Points Through Journey Analytics
CloudCherry’s Journey Builder solution enables banks to not just build end-to-end customer journeys but also identify the inhibitors of a smooth omni-channel experience.
Find out why customers take too long to make payments, set accounts, or get an issue resolved with a service rep. Uncover pain points related to specific customer actions that happen across multiple channels.
Predict Customer Behaviour With What-If Scenarios
CloudCherry goes beyond telling you what customers want today. Use what-if scenarios to predict financial returns of customer experience strategies.
What is the incremental revenue you gain by working on ‘customer requests handling time’ and improve it by 15%? View different scenarios to prioritize and drive investments that positively impact customer experience.
Derive Correlations Between Drivers Of Loyalty
With CloudCherry, leverage path analysis to identify critical drivers of customer loyalty, understand the correlations between them and establish causation.
Does ‘staff behavior’ have the maximum correlation with high NPS ratings? What factors drive higher staff behavior ratings? Anticipate churn and proactively address customer issues with our churn predictor solution.
Discover Customer Sentiment With Deep Learning
CloudCherry helps banks use deep learning and machine learning to analyze sentiment behind customer conversations. Monitor customer reviews on social platforms and comments on open-text responses to bucket the sentiment as positive, negative, or neutral.
Choose between various technologies – IBM Watson, Azure ML and CloudCherry’s own proprietary deep-learning algorithm – for customer sentiment analysis.
Run Unlimited Surveys Across Multiple Touchpoints
CloudCherry empowers banks to run any number of customer surveys across various touchpoints. Leverage website, email, IVR, tablet, in-app, or pop-up surveys to engage with customers and collect contextual feedback.
Our omni-channel framework enables customer experience heads to work with larger data sets to derive actionable insights.
Bring Data Into A Centralized Platform
The feedback collected across CloudCherry’s engagement channels is brought into a centralized dashboard. It enables banks to look at customer data holistically, create effective omni-channel experiences, and seamlessly integrate digital (website, online banking) and physical channels (branches, contact centers).
This also eliminates silos and the need to manually bring data from different touchpoints together.
Customize Omni-Channel Surveys On Questionnaire Builder
CloudCherry allows banks to create and customize omni-channel surveys on its Questionnaire Builder. Select from different question types (ratings, multiple-choice, yes/no, etc.), set flexible conditions for questions and assign tags to questions.
Use our drag-and-drop feature to effortlessly create, modify, delete, and reorder questions.
Get A Holistic View Of The Customer
With CloudCherry, banks can easily integrate experiential customer data with different exclusive data sets – behavioral, transactional, observational, and experiential – into a single platform.
Our integrations help sales, marketing and CX teams generate deeper insights and also build organizational alignment around the customer experience.
Drive Effective Loop Closure
CloudCherry empowers banks to act on customer feedback through integrations. Drive effective feedback loop closure by integrating with your CRM or ticketing platform.
Raise customer responses as tickets, assign them to agents who then initiate follow ups and close the feedback loop.
Run Personalized Marketing Campaigns
Our integrations help banks drive their marketing efforts. Integrate with various leading marketing platforms to create contextual marketing campaigns for different customer groups.
Extract data on customer groups from CloudCherry, export it to your marketing platform and run personalized campaigns on deals, offers, and more.
“The CX platform allowed us to collect feedback in real time. I saw the commitment of CloudCherry as a partner as they were willing to customize the solution based on PUMA’s needs and improve the platform based on our feedback, which was very important for us in a dynamic retail environment.”
HEAD OF RETAIL (SEA)
“We chose CloudCherry because of customer journey mapping. No other competitors in CX space have focused or started the strategy of measuring customer experiential data using journey mapping. This feature was something we were looking for a long time. It brought all the customer data in one place and we were able to gain insights and make sound business decisions easily.”
Senior VP, Customer Strategy
Chelsea Rae Lee
“CloudCherry helped our Customer Loyalty Program scale, expand and thrive. Their support, consultation and comprehensive approach to Voice of Customer saved us time and money! Best in class tools, and systems helped to quickly analyze our unstructured data and turn what was qualitative data into quantitative data. We are focused on taking our program to the next level this year. CloudCherry has been an excellent partner and consultant, with their expertise and capabilities, I’m confident we will exceed our goals!”
Senior Program Manager
“We’re trying to become embedded in our customers’ lives through our journeys. Adoption must go up, cost of acquisition must go down, and the cost of the transaction must go down. All these costs fall off from how you designed your journey and your delivery processes. Looking across all the journeys, you need to understand the cost of keeping your customers engaged. This is how you determine whether your customer experience is impacting results across the entire journey.”
Regional Head Customer Journey Experience
“We strive to really listen to concerns and focus on making improvements, whether it means changing processes, policies and/or vendor changes. We want the members to know that we care, we listen and what they tell us is important. Every comment and score is analyzed and presented on our CloudCherry dashboard. CloudCherry helps with our strategic priorities to create a segregated member experience by measuring and acting upon our member’s feedback that helps us meet our goals.”
Member Experience Manager
“Cloud cherry has helped us better understand the customer journey and find areas of improvement. Its great working with their young and passionate team, a team that understands the challenges involved in creating and monitoring great customer experience in an airline like Vistara, which likes to refer to itself as #NotJustAnotherAirline”
Chief Strategy and Commercial Officer
“At Solarity Credit Union, we are committed to providing extraordinary experiences that exceed expectations of our members. CloudCherry software has helped us enhance our member experience tremendously by highlighting areas we can improve upon, as well as areas that we are excelling in. The feedback we receive on the platform helps us direct our efforts efficiently, as we are crafting the ideal member journey. The team at CloudCherry has closely collaborated with us on our journey to deliver delightful member experiences.”
Member Experience Enthusiast
Guide to Improve CX In Banking
HDFC bank started turning transactions into delightful experiences through CloudCherry
Data Science of CEM